Hello,

Thank you for posting on SOTI Central, I am glad this is working for you now!

Access to SOTI Services is heavily tied to the MobiControl Registration code so if something changed here then it is most likely what caused this error. This could have been due to a change in the code itself - possibly due to a renewal - or perhaps MobiControl was updated or installed on a new machine. When you clicked 'Update' on the Web Console, MobiControl proceeded to retrieve the updated Registration code details and was then able to establish communication with the other SOTI Services (SOTI Services).

I hope this helps. If this is resolved, kindly mark the appropriate comment as 'Solution' to help others find the answer.

Many thanks,

Hello Friend,

In your place I would try to reinstall the same version of MobiControl that you are using, take a snapshot of the machine and database.

In some cases a reinstallation of the same version can help, but this is a piece of advice only make this if you feel safe to continue with it.

With this reinstallation of the same version, some simple installation errors and database errors can be corrected automatically by the installer.

Hi Jorge,

we already tried a reinstall, but this didn't fix the issue.

In the main log window of MobiControl I see this error message:

Failed to load Android device manufacturers as sync with latest available device agents was not successful.

And I found the following lines in the ManagementService.log file:

[2021-01-26 18:15:18.647] DEBUG [IAgentDeliveryServiceClientService.GetManufacturers] [d2052dd5-5f0e-489b-9a83-bd8331424088] (128): ShouldAdsSync: Check to see if ADS sync is required. thisMsName: [machine name] - isWebRequest:True - settingsValue:0
[2021-01-26 18:15:18.647] DEBUG [IAgentDeliveryServiceClientService.GetManufacturers] [d2052dd5-5f0e-489b-9a83-bd8331424088] (128): ShouldAdsSync: Sync is required.
[2021-01-26 18:15:18.647] DEBUG [IAgentDeliveryServiceClientService.GetManufacturers] [d2052dd5-5f0e-489b-9a83-bd8331424088] (128): Updating agents info in FileList table...
[2021-01-26 18:15:18.647] DEBUG [IAgentDeliveryServiceClientService.GetManufacturers] [d2052dd5-5f0e-489b-9a83-bd8331424088] (128): SendAdsGetRequest- is Authentication header incomplete? False
[2021-01-26 18:15:18.788] DEBUG [IAgentDeliveryServiceClientService.GetManufacturers] [d2052dd5-5f0e-489b-9a83-bd8331424088] (76): Error from ADS SOTI Service: 401 Unauthorized
[2021-01-26 18:15:18.788] ERROR [IAgentDeliveryServiceClientService.GetManufacturers] [d2052dd5-5f0e-489b-9a83-bd8331424088] (128): Request to ADS failed (CertHash = '9B47C7711D264A82744E913B5B5DC7FAFCC95B67', AppId = 'net.soti.mobicontrol.datalogic'): ADS returned: 401 (Unauthorized)
[2021-01-26 18:15:18.788] ERROR [IAgentDeliveryServiceClientService.GetManufacturers] [d2052dd5-5f0e-489b-9a83-bd8331424088] (128):

*****************************************************************************
* Exception: Add missing data failed to retrieve information from DB or ADS *
*****************************************************************************
[InvalidOperationException: Add missing data failed to retrieve information from DB or ADS]
   at Soti.MobiControl.ManagementService.AndroidAgentDeliveryService.AndroidAgentDeliveryServiceClientService.InternalUpdateFileListAgentRecords(String msName)

*****************************************************************************

[2021-01-26 18:15:18.788] ERROR [IAgentDeliveryServiceClientService.GetManufacturers] [d2052dd5-5f0e-489b-9a83-bd8331424088] (128): FileList and/or available agents might not be up-to-date. Not allowing GetManufacturers to continue... Status: InitialSyncFailure. Message: Android Delivery Service sync failed - FileList and/or available agents might not be up-to-date

I once had a similar activation error in SOTI services. I asked the support staff to reset my Activation ID and re-registered the key.

It seems to me that the problem is on the side of SOTI for some communication with the online update services. Try to speak with your support agent, pre-sales or commercial for a quick reset of the key, after the reset is just to include it again and click on activation.

Are you getting any SystemCertificates errors in MCAdmin?

A new version release should follow next week following the standard SOTI calendar. I believe that version 15.3 should come out, you can wait and perform the upgrade under homologation enviroment and later for production.

However, due to the access denied error that you have in the log, it seems to me quite an online routine for updating hashes of certificates by SOTI Services and your key is not authenticated in SOTI Services.

Just for your info, I have opened a ticket to SOTI support. I will let you know the result.

Hello,

i noticed the same problem today.

The SMC Version is: 15.2.4.1138.

hi Alfred,

while waiting for the SOTI support contact, I tried to open the license window inside Soti MobiControl from Global Settings. Under the license code displayed, I pressed the Update button. Right after, I tried again and the error message is no longer displayed. All the agents and plugins to be updated are now displayed correctly.

I am not sure if this fixed the issue, so I asked the support if they can confirm this. I will update this thread once I get any reply.

Thanks!

 Hi Lore_32.

I just did the same procedure but the problem is still there.

 Hi.

I entered and updated a different trial key.

With this it works.

With the first key I get the error.

It looks like there is a problem on the Soti side.

My key is still valid for 337 days.

Update.

I tested again.

Currently it works now.